Mike Boysen
Mike Boysen, Boysen
Transforming the experiences of customers and the professionals who support them
To Measure Customer Engagement or Customer Disengagement? That Is The Question
The new Social CRM frameworks being bandied about are talking about customer engagement models under the premise (in some cases) that this is an...
Your CRM versus My CRM – Which One Is Better
I know what most of your are thinking. You’re going through your personal list of issues with your implementation of: Microsoft CRM Salesforce.com SalesLogix Goldmine...
Is Social CRM The Key To Innovation?
We all want our businesses to grow and most of us can agree that growth comes through innovation. To innovate, a company must understand...
The Search For SCRM Accidental Community 2.0
Some of you may have heard of the Social CRM Accidental Community if you’ve been following Social CRM. Most of us met on Twitter...
Social CRM: The Center of Your CRM Strategy – Or A Complete Strategy Itself?
I just got done reading through Altimeter’s new paper entitled Social CRM: The New Rules of Relationship Management. While there is little to argue...
Social CRM: The Social Media Plugin To Make Businesses Customer-Centric
“Sure, we’re customer-centric”, I hear you saying. “Now, this new social stuff…how can we use it to promote our products?” One of the big dangers,...
Two Social CRM Confusions You Can Live Without
For those of you who are not CRM thought leaders, academics or social media companies trying to invade the CRM space, I’d like to...
Your Secret Is Out – And Now the “Get Customer-Centric Quick” Industry Is Here
As with most things in life, that little secret you knew (and didn’t tell your friends) gets “outed” because something changed. Suddenly, your competitive...
Is Your CRM Vendor Social?
If your CRM vendor has a website, a blog and an online community powered by Lithium, you probably think they get the whole social...
What’s With The Complicated Social CRM Maturity Models?
Since becoming a reborn CRM consultant – at least how I think about CRM – I’ve always tried to look at a business and...
What Will Social Relationship Marketing Look Like?
Once in awhile I sit back and try to envision what certain functional CRM pieces might look like in the social world. For instance,...
The ROI of CRM (and Social CRM)
I will admit up front that I have never seen the ROI of CRM properly defined. Yes, that means that I have never classified...
The Answer to “Where Are the Social CRM Opportunities” is 42
What else is there to say. As consultants, we now have the answer to finding social CRM opportunities -- especially in the middle market. I'm…
The Social Components of CRM Part III
Due to a flurry of Murphy, the Social Components of CRM Part III had to be put on hold. Once things settled down, I didn't...
Comcast’s Inside-Out Business Process Means A Poor Customer Experience
I've been having my typical Internet, Cable Television and Comcast Digital Voice outages this weekend. Every time the season changes, and the temperatures with it,…
The Social Components of CRM And Their Impact on How Customers Will Do Business – Part II
Well, we got things going with Part I of the impact of the Social Components of CRM. I promised somewhat of a rollercoaster ride as…
The Social Components of CRM And Their Impact on How Customers Will Do Business – Part I
I asked the expert panel about how they felt the social components of CRM would impact they way customers do business in the future, and…
Small Business CRM – What’s the Problem?
Even though contact management may have been the pre-cursor to the CRM wave, small business CRM seems to have gotten the short end of the…
Effective Social CRM
My journey from Effective CRM to Effective Social CRM is is a bumpy one, and the destination is unknown. As a believer in a customer-centric…
Are CRM Consultants Leaving Value on the Table?
Or worse, are they taking value away from an unsuspecting client? CRM consultants leaving value on the table is one of my favorite topics to…